At Dierenwinkel hondenkado.com, we are committed to providing high-quality pet products and excellent customer service. Below you’ll find all the information you need about our shipping and returns policies.

Shipping Information

Order Processing

We process all orders within 1-2 business days after receiving your payment. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods

We offer two shipping options to meet your needs:

  • Standard Shipping: via DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Shipping fee: €12.95
  • Free Shipping: via EMS (for orders over €50)
    • Delivery time: 15-25 business days after shipment
    • No shipping fee for orders over €50

Note: We ship worldwide except to certain Asian and remote regions. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’re not happy with your order, you may return or exchange it within 15 days of receiving your package.

Return Conditions

  • You must request a return within 15 days of receiving your order
  • Products must be unused, in their original packaging, and in saleable condition
  • All accessories, manuals, and labels must be included
  • The return form must be completely filled out

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned:

  • Medicines (both for animals and pest control products)
  • Opened cat litter and litter boxes
  • Opened hay and other feeding products
  • Cat wet food and cat snacks
  • Used wound care products

Return Process

  1. Submit a return request within 15 days of receipt by email to [email protected] using the template below
  2. You will receive return approval with instructions within 2 business days
  3. Carefully package the product in its original packaging
  4. Include the completed return form with your package
  5. Ship the package to our return address (provided in the approval email)
  6. After receiving and inspecting your return, we will process it within 5 business days

Return Template

Subject: Return Request [Order Number]

Dear Dierenwinkel team,

I would like to return/exchange the following product:

Order Number: [Enter your order number here]

Product Name: [Enter product name here]

Reason for return: [Describe reason, e.g. wrong product, damaged, not satisfied]

Desired solution: [Replacement / Refund]

Attachments: [Photos of any damage if applicable]

Best regards,

[Your full name] [Your email address] [Your phone number]

Return Costs

  • For defective or incorrect products, we cover the return costs
  • For returns based on regret, you are responsible for the return costs
  • We recommend using an insured shipping method and keeping the tracking code

Refund Process

After your return is approved:

  • Credit Card/PayPal payments: Refund within 3-5 business days to your original payment method
  • Bank transfer: Refund within 5-7 business days to your specified bank account

The original shipping costs will not be refunded unless the return is due to our error.

Exchanges

If you wish to exchange a product:

  1. Follow the same return process described above
  2. Clearly indicate which product you want instead
  3. For price differences, you will receive a payment request or refund
  4. The new product will be shipped once we receive your return

International Returns

For customers outside the Netherlands:

  • Return shipments must be declared as “RETURNED GOODS” to avoid customs charges
  • We only cover return costs for defective products up to the original shipping amount
  • Returns to certain Asian and remote regions may have restrictions

Return Address

Dierenwinkel hondenkado.com
87 Laan Van Tolkien
Geldrop, NL 5663SC
Netherlands

Remember: Clearly write your order number on the outside of the package.

If you have any questions about our shipping or return policy, please don’t hesitate to contact us at [email protected]. Our friendly team is ready to help you with all your questions about our pet products.

Best regards,
The Dierenwinkel hondenkado.com team